What are the responsibilities and job description for the Front Office Manager position at Best Western?
Front Office Manager
Position Overview
Responsible for assisting with the planning, organization, development and direction of the Front Desk staff to operate at the highest service standards as they relate to efficiency, professionalism, accuracy, and customer service. Builds and manages teams effectively.
Responsibilities
- Welcome guests expeditiously, provide information to guests as needed, verify rate and departure dates.
- Sell guest rooms, food & beverage outlets and seasonal hotel promotions.
- Review guest log and record pertinent information as needed throughout shift.
- Train and monitor front office staff.
- Monitors Guest Service Scores daily and takes action to improve guest satisfaction through training, coaching and problem resolution.
- Communicates with other hotel departments to maintain a high level of guest satisfaction.
- Has complete working knowledge of software system, including all daily transactions and those which are not performed often.
- Has full understanding of software system and assists with reservations, and checking guests in and out of the hotel.
- Reconcile all charges received during shift.
- Handles checks and credit cards received from the guests for payment of hotel charges.
- Assists by handling special requests, group blocking and unusual circumstances.
- Assist in answering phone, receiving mail, messages, faxes, and packages.
- Ensures guest satisfaction.
- Hold pre-shift meetings with staff.
- Assist with guest service recovery.
- Performs any other duties as requested.
Requirements
- Must have excellent customer service/communication skills.
- Able to use mathematics to solve problems.
- Requires ability to use completers.
- Able to work independently with minimal guidance.
- Previous hotel customer service experience.
- Excellent communication skills.
- Lifting, pushing, pulling up to 50 lbs.
What You Can Expect -
- Competitive Pay
- Bonus Opportunities
- Training & Development
- Opportunity for Advancement
- Medical
- Dental
- Vision
- 401k with Match
- Paid Time Off
- Holiday Pay
- Hotel Discounts
- Safe Work Environment
- Creating memorable experiences one guest at a time
- Opportunities to give back to the community through our global focus efforts
Who We Are
We are a company with a reputation of providing our guests with genuine hospitality and a commitment to service that exceeds their expectations. We strive to treat our Team Members fairly; to be great brand partners; to be committed and involved in the community we serve; and to be leaders in the hospitality industry. We are committed to superior quality and service. As a growing organization, our passion is serving guests and providing an unforgettable experience. We create loyal relationships by delivering what was promised as piloted by our Guiding Principles – Associate Engagement, Presentation of our Hotel, Driving Guest Loyalty, Community and Global Focus, and Ensuring Financial Success.
We are an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture. We do not discriminate on the basis of disability, veteran status or any other basis protected under federal, state or local laws.
Job Type: Full-time
Pay: $19.00 - $20.00 per hour
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Employee discount
- Free parking
- Health insurance
- Paid time off
- Vision insurance
Experience:
- hotel: 1 year (Required)
Ability to Commute:
- Rochester, NY 14623 (Required)
Work Location: In person
Salary : $19 - $20
